Customer satisfaction is the result of good service provided to customers who can cultivate trust and faith. The customer’s satisfaction is associated with the repurchase intention of the customers. The products of excellence can survive in the markets if proper customer care and service is...

Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...